Rayanna Gandy

• Support the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block.

• Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP) execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary.

• Serve as point of contact for onsite escalated client service concerns.

• Ensure clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary.

• Lead the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience.

• Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities and overall goals.

• Lead daily huddles and communicate essential information to office associates.

• Managing high volume of phone calls and emails, relaying information in a timely and accurate manner.

• Organize front desk files and prepare conference room for meetings.

• Provide administrative support to the office by relaying messages, printing emailed documents, filing, and copying of documents.

• Greet clients and visitors when they arrive at the office and provide them with necessary information.

• Schedule appointments and update the office calender.

• Enter and update information into client database